TECHNICAL SUPPORT AGENT AND TECHNICAL SUPPORT SERVICE DELIVERY PLATFORM
First Claim
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1. A method for providing technical support service, the method comprising:
- gathering a plurality of problem resolutions that are determined to resolve an identified technical problem;
attributing weights to each of said plurality of problem resolutions according to frequency of use; and
in response to a request to resolve said identified problem, selecting a problem resolution from among said plurality of problem resolutions based at least in part on said attributed weights.
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Abstract
An embodiment of a method for providing technical support service includes generating a plurality of problem resolutions that are determined to resolve an identified technical problem; attributing weights to each of said plurality of problem resolutions according to frequency of use; and in response to a request to resolve said identified problem, selecting a problem resolution from among said plurality of problem resolutions based at least in part on said attributed weights.
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Citations
106 Claims
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1. A method for providing technical support service, the method comprising:
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gathering a plurality of problem resolutions that are determined to resolve an identified technical problem; attributing weights to each of said plurality of problem resolutions according to frequency of use; and in response to a request to resolve said identified problem, selecting a problem resolution from among said plurality of problem resolutions based at least in part on said attributed weights. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A method of providing technical support to an end user of an end user system, the method comprising:
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inferring skill level of said end user based on usage patterns of said end user; and selecting a problem resolution to resolve an identified technical problem exhibited by said end user system, wherein selecting a problem resolution is based at least in part on said skill level of said send user. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29)
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30. A method for delivering a service, the method comprising:
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receiving a request from a client application for a service to satisfy a need, the client application including one or more disabled licensable features; determining that one of the one or more disabled licensable features could provide the service to satisfy the need; and enabling the one of the one or more disabled licensable features. - View Dependent Claims (31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48)
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49. A method for delivering a service, the method comprising:
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establishing communication with a client application executing on a client system, the client application including one or more disabled features; selecting one of the one or more disabled features based at least in part on client system parameters; and enabling the selected one of the one or more disabled features. - View Dependent Claims (50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60, 61, 62)
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63. A method for delivering technical support service, the method comprising:
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selecting a customer via a customer selection graphical element; and presenting an adaptive ticket data entry region for entry of problem report ticket data for a selected problem report ticket associated with the selected customer, wherein the ticket data entry region includes a plurality of ticket data entry fields, wherein data options that are selectable in at least one data entry field adapt in response to one or more data option selections in at least one other data entry field. - View Dependent Claims (64, 65, 66, 67, 68, 69)
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70. An adaptable problem report ticket comprising:
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a customer identifier; a problem report ticket identifier; a plurality of data elements wherein a first data element is selected from a first set of data options, and wherein a second data element is selected from a second set of data options, and wherein the second set of data options is adapted according to the option selected from among the first set of data options for the first data element. - View Dependent Claims (71, 72, 73, 74, 75)
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76. An adaptable problem report ticket comprising:
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a customer identifier; a problem report ticket identifier; a first data element selected from a first set of data options, wherein selection of the first data element from among the first set of data options causes a second set of data options to adapt, wherein data options of the second set are selectable for a second data element.
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77. An adaptive ticket management system for managing technical problem report tickets, the adaptive ticket management system comprising:
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a ticket including a plurality of data fields, each data field configured to hold designated type of ticket data; a ticket information entry user interface configured to enable entry of ticket data into each of the data fields, wherein the ticket information entry user interface adapts the range of ticket data available for entry in a selected data field, based on ticket data entered into previously selected data field. - View Dependent Claims (78, 79)
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80. An apparatus comprising:
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a device platform; an operating system executable on the device platform; and a client application operable to facilitate technical support services independent of the operating system and the device platform. - View Dependent Claims (81, 82, 83, 84, 85, 86, 87, 88, 89, 90, 91, 92, 93, 94, 95)
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96. A method comprising:
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providing a device platform; providing an operating system on the device platform; loading a client application on the device platform, the client application being operable to facilitate technical support services independent of the operating system and device platform. - View Dependent Claims (97, 98, 99, 100, 101, 102, 103, 104, 105, 106)
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Specification